Michael Brandt

Michael is a CX Strategist with many years’ experience implementing CX programs in global multi-cultural organizations. With over 25 years’ activity in B2B customer-facing operations, Michael now assists B2B companies with their CX strategy, Customer Journey Mapping, VoC programmes and complaint management processes. From 2012-2020 he was responsible for Process Excellence in Customer Care across the ABB Group’s worldwide network. Apart from being a Certified Customer Experience Professional, Michael also has qualifications in Lean 6 Sigma, Quality Management, NPS 2, and Risk Management. He studied Business Economics at the University of Zürich in Switzerland. Michael founded CX-Excellence.com in 2020 and is based near Lugano, Switzerland. He is also a founder member of the European Customer Experience Organization.